Please note that the following terms and conditions outline the agreement between TheOnlineSchool.uk (referred to as “the School,” “we,” or “us”) and the user (referred to as “you” or “the student”). By accessing and using TheOnlineSchool.uk’s website, services, and resources, you acknowledge and agree to abide by these terms and conditions:

1. Acceptance of Terms

By using TheOnlineSchool.uk, you agree to comply with these terms and conditions and any additional guidelines or rules set forth by the School. If you do not agree with any part of these terms, please refrain from using our services.

2. Use of Materials

The materials, content, and resources provided on TheOnlineSchool.uk’s website are for personal and non-commercial use only. You may not copy, distribute, modify, or reproduce any part of the materials without prior written consent from the School.

3. User Responsibilities

You are responsible for providing accurate and complete information during the registration process and maintaining the confidentiality of your account credentials. You agree to use the services provided by TheOnlineSchool.uk in a lawful and appropriate manner, refraining from engaging in any behaviour that may disrupt or harm the School’s operations or reputation.

4. Payment and Fees

Payment for courses, programmes, or services offered by TheOnlineSchool.uk shall be made in accordance with the pricing and payment terms specified on the website or communicated separately. The School reserves the right to modify fees and payment terms at its discretion.

5. Refund Policy

TheOnlineSchool.uk’s refund policy governs the conditions under which refunds may be granted:

• If you have tried out our service, booked a free trial lesson, or paid for a trial week and the dates of those lessons have passed, or if you have enrolled fully and your first lesson has elapsed, you will not be eligible for a full refund.
• To cancel your enrolment, you must provide the school with written notice via email sent to info@theonlineschool.uk. Notice period duration is dependent on your initial upfront payment. If two months was paid upfront, we require one month’s notice. If one month was paid upfront, two months’ notice is required. Invoice payment is required during your notice period. Upon fulfilment of notice period your order will be cancelled & the student unenrolled.
  
• Upfront payments (one month, two months, or three months) are not deposits but part of your payment plan. These initial payments are higher than subsequent ones due to the calculation method of the payment system.
• We do not charge enrolment fees or deposits.
• If you have paid for enrolment but have not yet received lessons, and you notify us within 14 days of your order, you are eligible for a full refund minus an administrative fee of £200. If it is more than 14 days, you are still eligible for a refund minus the administrative fee, provided your lessons have not started.

6. Termination

The School reserves the right to terminate or suspend access to TheOnlineSchool.uk’s services at any time and for any reason, including but not limited to a breach of these terms and conditions or behavioural disputes. The School shall not be liable for any fees or refunds in cases of termination due to behavioural disputes. If your access is terminated due to a violation of the Bullying Policy, you will be liable to pay the rest of the year’s fees.

7. Force Majeure

In case of missed lessons due to internet issues, hacking, system failures, or other force majeure events, we will endeavour to reschedule the classes. No refunds will be given if we can provide another lesson of the same content either the same day or at a future date. This rescheduled lesson may not necessarily be at the same time as the previous lesson, but you will be notified beforehand and can access the recordings if you cannot attend.

8. Severance Clause

If any provision of these terms and conditions is found to be unenforceable or invalid under any applicable law, such unenforceability or invalidity will not render these terms and conditions unenforceable or invalid as a whole, and such provisions will be deleted without affecting the remaining provisions herein.

9. Complaints Policy

To file a complaint, log into your dashboard, start a new chat, select “Complaint,” and provide all relevant information. You will receive an initial response within 48 business hours, acknowledging your complaint and potentially asking for more clarity. This 48-hour period allows us to have internal conversations to fact-find what happened before we respond. We will then aim to resolve the issue in a way that aligns with our ethos, values, and commitment to our students.

10. Sibling Discounts

When discounts are applied for siblings, only one sibling is eligible for the discount of 10%.

11. Payment Plans

Payments made over holiday periods or after the school year is over are due to the cost of education being spread over the agreed period to make it more affordable. This means payments continue regardless of the school lesson schedule.

• If a new subject is added later, it may result in two separate payment schedules. This is because it acts as a separate order with a separate payment date if a different date is chosen.

12. Misbehaviour and Bullying Policy

• For classroom rule violations:
  • First offence: Polite notice from the happiness manager.
  • Second offence: Email to parents and revocation of public chat and microphone access for one school day.
  • Third offence: Revocation of access for five days minimum.
  • Fourth offence: Revocation of access for 30 days minimum.
  • Fifth offence: Potential revocation of access for the rest of the school year. Students will still be able to speak to the teacher.
• For bullying incidents:
  • During the investigation, the accused student’s public chat and microphone access will be revoked.
  • If found guilty, the student must write a letter of apology and will have chat and microphone access revoked for five days.
  • Repeated bullying will result in removal from the school, and payment obligations will remain.

13. Response Times

Active parents or students enrolled with us should not use the webchat or info account unless filing a complaint or giving notice for cancellation. For all queries, use the “Chat to Us” feature in your dashboard. Provide details of your issue, which will be handled according to these timescales:

• Absences: No response will be given.
• Urgent Issues (Safeguarding/Problems): Same day response.
• Technical Issues: Response within 1 business day (include video evidence for technical issues).
• Complaints/Billing/Wellness: Response within 2 business days.
• Curriculum/Enrolment/Policy/Activities/Parental Queries: Response within 3 business days.
• General Enquiries/Feedback: Response within 4 business days.
• Teacher Queries: Response within 5 business days. Please note that business days for us are Monday to Thursday, 9am – 4pm. We occasionally host events and consultations on Fridays and weekends, but no official progress will be made on the categories mentioned above outside these times.

14. Governing Law

These terms and conditions shall be governed by and interpreted in accordance with the laws of the United Kingdom, without regard to its conflict of law provisions.

15. Parent/Guardian Notification

The School requires parents or guardians to submit written notice regarding cancellations or termination requests. All such requests and notices should be sent to the School via email or postal mail using the contact information provided.

16. Changes and Responsibilities

Please review the complete terms and conditions, including the refund policy, on TheOnlineSchool.uk’s website for the most up-to-date and comprehensive information. These terms and conditions may be subject to change without prior notice, and it is your responsibility to review them periodically.

17. Contact Information

If you have any questions or concerns regarding these terms and conditions, please contact us for further assistance.